Have You Tried Turning It Off and On Again? featuring Doug Rabold

Doug Rabold discusses Experience Level Agreements (XLAs) and their importance in improving customer and employee experiences.

The British comedy, The IT Crowd, was inspired by an encounter with a PC tech with poor people skills. While IT Service Desk and IT Service Management have both changed drastically since it’s 2006 debut, the stereotype of socially inept geeks answering tech support calls lives on.

But there’s a shifting of the IT Service Management landscape. The principles of Customer Experience are beginning to play a larger role within ITSM. Evidence for that is presented by today’s guest, Doug Rabold. Doug’s background in consultative sales informed his approach to IT service. Today, Doug is a recognized ITSM thought leader and CX influencer, and he shares the emergence of a new breed of metrics – XLAs, or Experience Level Agreements.

We discuss:

What XLAs are (and what they aren’t)
Challenges with XLAs
Transitioning to XLAs
Changing the mindset in Service Desks
Getting started with XLAs
The Evolution of XLAs

Connect with Doug on LinkedIn

Music courtesy of Big Red Horse